Helpdesk Specialist II - End-User IT Support & Service Metrics

AVIT Systems Inc.; Manassas (VA); On-site; USD 32,000 - 42,000; Full time

Job summary

AVIT Systems Inc. is seeking a Helpdesk Specialist to support DTRA NOSC by capturing and reporting IT service desk metrics, configuring and maintaining Remedy-based ticketing, and providing end-user software support.

The role includes remote access setup for telework and off-site operations, plus asset tracking from procurement to disposal for real-time accounting. The position requires lifting up to 50 lbs and coordinating security concerns with NOSC, with after-hours support as needed to

Qualifications

• Capture and report IT service desk metrics for performance evaluation.
• Provide end-user software and application support.
• Coordinate security and situational awareness with DTRA NOSC.
• Handle remote access configuration and support for telework and off-site activities.
• Must be able to lift 50 lbs.

Responsibilities

• Gathers feedback from service desk customers to assess satisfaction.
• Support after-hours call coverage as needed; after-hours hours vary.
• Maintain a web-based capability for ticket entry, tracking and escalation (Remedy).
• Provide asset tracking from procurement to disposal for real-time accounting.

Skills

Customer support

End-user assistance

Troubleshooting

Remote access

Tools

Remedy ITSM

Job description

AVIT Systems Inc. is seeking a Helpdesk Specialist to support DTRA NOSC by capturing and reporting IT service desk metrics, configuring and maintaining Remedy-based ticketing, and providing end-user software support.

The role includes remote access setup for telework and off-site operations, plus asset tracking from procurement to disposal for real-time accounting. The position requires lifting up to 50 lbs and coordinating security concerns with NOSC, with after-hours support as needed to